About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Purpose of the Job</H2> </div><div><p><span style="font-size:11.0pt"><span><span><span style="font-family:'Calibri', sans-serif"><span style="color:black">As a Senior Customer Service Executive at Aramex, you will be responsible for providing high-level customer support, handling escalated issues, and ensuring the delivery of exceptional service. You will lead and mentor junior team members, manage complex customer inquiries, and help drive improvements in customer service processes and satisfaction.</span></span></span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Description</H2> </div><div><ul style="margin-bottom:11.0px"> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Respond to customer inquiries via phone, email, and chat in a timely and professional manner.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Build and maintain strong customer relationships by providing a positive experience.</span></span></span></span></li> </ul> <ul style="margin-bottom:11.0px"> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Coordinate with internal teams (sales, logistics, finance, etc.) to resolve escalated issues.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.</span></span></span></span></li> </ul> <ul style="margin-bottom:11.0px"> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Process and track customer orders, ensuring accurate and timely delivery.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Gather and record customer feedback to improve services and customer satisfaction.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Prepare regular reports on customer service metrics, including response time, issue resolution, and customer satisfaction.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Maintain up-to-date knowledge of the company’s products and services to provide accurate information to customers.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Educate customers about new products, services, and promotions to enhance the customer experience.</span></span></span></span></li> </ul> <ul style="margin-bottom:11.0px"> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Collaborate with the customer service team to develop best practices and improve workflows.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Suggest and implement improvements based on customer feedback and internal insights.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Maintain accurate and up-to-date records of customer interactions and transactions.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Participate in training programs to enhance customer service skills and knowledge.</span></span></span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Requirements - Experience and Education</H2> </div><div><ul style="margin-bottom:11.0px"> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Bachelor’s degree in business, communications, or related field preferred.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">2-4 years of Proven experience in a customer service role, preferably in a senior or supervisory capacity.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Ability to interact professionally with customers and team members. </span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Proficient in CRM software (e.g. Salesforce) and MS Office.</span></span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Leadership Behaviors</H2> </div><div><div>Building Outstanding Teams</div><div>Collaborate & break silos</div><div>Execution & Accountability</div><div>External focus</div><div>Growth mindset</div><div>Inclusion</div><div>Innovation</div><div>Setting a clear direction</div><div>Simplification</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Skills</H2> </div><div><div>Active Listening</div><div>Adaptability</div><div>Collaborative Mindset</div><div>Communication Skills</div><div>Conflict Resolution</div><div>Customer Centric</div><div>Industry Knowledge </div><div>Interpersonal And Relationship-Building Skills</div><div>Multitasking</div><div>Problem Solving</div></div></div></div>